tools

What would Sally do? Personas for retail financial services

Personas are ‘pen portraits’ that bring to life users or customers of a system, service or product.  Giving a personality and back story to your customers helps keep your thinking true to their real needs and goals.  Rather than using  ‘user’ or a segment descriptor such as ’empty nester’, or ‘this is what I would do’, what would Sally do?

Here’s a set of personas for financial service organisations, geared towards the retail / B2C market.  Sally is included (Shes skint).

View more presentations from marc mcneill.

Beginners guide to social networking

So Jeremiah Owyang is on Twitter Hiatus as he evaluates how he uses social technologies. One of the tools he points to is FriendFeed. FriendFeed certainly aggregates your on-line social activity, but I’m still not sure. One of the things I think that such a tool needs to be is in your face, front of wallet and FriendFeed just doesn’t do it for me. Give me time and I may change my mind.

Here’s a question, if you were starting afresh, or wanted to get on the Web 2.0 boat, where would you start? I know more than a handful of people who consider it to be little more than FaceBook and they want nothing to do with that.  They don’t want to dredge up old and lost friends and acquaintances from school and past lives, they are old and lost for a reason thank-you very much. But there is more to social networking than Facebook. Here’s where I would start, not just with a bunch of tools, but also the reason why you should use them. (As I re-read this, it seems a bit noddy, very little is ‘new’ here, but not everyone knows this stuff and you have to start somewhere). I’d welcome comments, suggestions…

iGoogle

Ten years ago ‘portals’ were all the rage, in fact they’ve never really gone away. Trouble with them was they were always ‘walled gardens’ giving you a portal into what that website wanted to see, not what you wanted. iGoogle enables you to bring together in one place all the information that is relevant or important to you. OK, so this one is not social networking, but it is a useful tool that will start you on the road to being a Web 2.0 zealot.

Why: A homepage that is truly flexible, bringing together (‘mashing up’) information from multiple sources.

Alternative: netvibes or pageflakes and take a look at WidgetBox for widgets that you can mash into your new homepage.

Google reader

We’ll assume that content is interesting to you, you are not just using the web to transact. We will assume that timely content is also important. Rather than visiting individual websites to read content, you can take the content as a feed. When you start reading blogs, the number of sites you would visit will dramatically increase. So rather than all that clicking, an RSS reader enables you to aggregate all those feeds into one place. It also enables you to categorize and manage them. With iGoogle you can display your feeds on your homepage, and using google gears you can do this off-line as well.

Why: A single place to read articles (news, blogs etc)

Alternative: Is there one?

LinkedIn

Following the assumption that ‘fun’ social networking is out of scope (many would argue that there is more to FaceBook than Fun Wall, puerile quiz’s and sending friends garbage). LinkedIn is a professional networking site. The cynics would say it is all about ego, to see how many connections you can acquire, that may be true, but it can also be a useful tool for keeping abreast with your industry.

Why: Guy Kawasaki provides a number of compelling reasons, my top two would be that “By adding connections, you increase the likelihood that people will see your profile first when they’re searching for someone to hire or do business with” and “People with more than twenty connections are thirty-four times more likely to be approached with a job opportunity than people with less than five.” In the current economic climate that is a pretty good reason to be on LinkedIn.

Alternative: Plaxo does some of this, and also has some handy address book features, but I’m not convinced. Linkedin gets my money.

Twitter

Twitter was starting to get big in 2008, in 2009 it will be the next FaceBook. Your elderly relatives will have heard of it. Just because it it big does not mean you should use it though. firstly what is it. AKA ‘micro-blogging’ it enables you to publish your status in 140 characters or less. Your status can then be ‘consumed’ by people who subscribe to it, either on twitter itself, on the mobile phone, or as a feed, for example on iGoogle. If you use FaceBook you can synchronize your Twitter status to FaceBook.

Twitter enables you to keep you your colleagues/ contacts up to date on what you/ they are doing. “But I don’t care what they are doing / I don’t want everyone to know what I am up to”. That is one way of looking at it, but think about the times when you have been trying to get hold of a colleague, only to reach the answer phone or have no response to your emails. If she had updated her Twitter status – “Downtown at client meeting” you would know. Or maybe you subscribe to one of your customers, they tweet “Sending out RFP”, you know. Once you start using Twitter the value should become apparent. The challenge is filtering the noise, but of course there are tools out there to help you.

Why: Rather than sending emails (that lack context or won’t be read) on what you are doing, (e.g. I’m out of the office), publish your status on Twitter. People who follow you will be kept abreast of what you are doing. By following your colleagues and ‘luminaries’ you can prevent duplication of effort (because you know that someone else is doing it as per their ‘tweet’) or learn what the masters in the field are doing.

Alternative: Yammer. This is great for internal use within the enterprise, enabling you to microblog in a closed environment rather than to the world outside your company

Instant messenger

Let’s not forget IM as a social networking tool. Instant messenger applications enable you to ‘ping’ people you are connected to, sending and receiving messages. Which IM tool you use depends upon your social group and what they use, but it might be yahoo, messenger or Skype (which also has the advantage of being primarily a voice service as well). If you cannot access the aplication (for example at work) then you can use meebo as a web aggregator to access your IM accounts. With multiple accounts use Trillian or Adium to aggregate them into one place.

Why: Immediate bite-sized communication for when a phone call is not possible or required.

Delicious

What do you do when you find a website that you like? Chances are you bookmark it. Delicious addresses two issues with bookmarks, firstly that they are bowser specific. You use your browser on your machine to store them. This is not much use if you have more than one computer; you can’t access the bookmarks on your work computer when you are at home. The second issue is that bookmarks can only be saved within a file structure (if you are organising them at all). As you start to bookmark an increasing number of pages, managing the volume becomes harder. Delicious enables you to store your bookmarks ‘on the cloud’, meaning they are accessible on any machine. When you save a bookmark you can tag it – potentially with multiple tags to increase findability (delicious will also suggest tags based upon the page content or how other people have tagged the page). The Social part of delicious is in its ability to see who else has bookmarked that page. What use is that? It helps you find people who bookmark similar items, and by adding them to your network you will find more relevant information.

Why: Store and manage your bookmarks (the webpages you like) on the internet, not on your browser. Find similar pages from people with similar interests to yourself.

Alternative: Digg and Stumbleupon. These are more social in their outlook, when you visit a site that you think is ‘cool’ you can digg it. Visit the Digg website and you’ll find what’s popular out there. Assuming you are agnostic towards social networking, there’s definite utility in delicious that you may not find in Digg

Take a look at…

For our social neworking agnostic, that is probably enough to start with. They are the ‘must have an account withs’. There are a number of other networking sites that I’d say ‘take a look at’ but you don’t need to sign-up.

YouTube: The future of TV? (Alternative – Vimeo).

SlideShare: People sharing their powerpoint presentations. Chances are that you’ll find something that will enlighten and teach you something new.

Videojug: If Slideshare is about sharing ideas and learning through presentations, VideoJug does it through video.

Flickr: So you may not be quite ready to share your family snaps with the world, but there’s some pretty good photography out there. Alternatively Picassa, a google product that has a great application that manages your photos on your windows machine and enables you to share them on the web. Of course if you use FaceBook you may as well use that for sharing your photos.

Pandora: This is your radio, but if you can’t access Pandora there’s last.fm or imeem which is more social in their nature.

Cutting waste: dump PowerPoint and invest in a camera

So you’ve run a workshop and generated ideas. There’s a list of points on the flipchart and diagrams on the whiteboard. What now? Write it all up in Word or commit the drawings to PowerPoint?

Stop! Ask yourself why you are doing this? Is it just to record the ideas, to socialise back to the group involved in the workshop? Creating PowerPoint slides is not always an inconsiderable effort. It takes time. That effort is waste.

Think of the purpose of what you are doing. Then take photographs of the flipcharts and whiteboard diagrams, paste them into PowerPoint, and think of how much time and effort you have just saved.

Version control

Tortoise Subversion is a simple and elegant tool for version controlling files. It is generally used on software development projects; it would be interesting to know how widespread it’s use is outside IT. For example, marketeers are enthusiastic PowerPoint users. When collaborating on documents they will generally share them via email, changing the file name with each revision, (e.g. salesdeck-0.1.ppt salesdeck-0.2.ppt until it is finished with salesdeck-1.0.ppt. But inevitably a 1.1 or 2.0 will rear it’s ugly head before it goes out).

Some organisations use rather heavyweight intranets / document management systems such as Sharepoint; could this be over-engineering when a lightweight tool such as Subversion could do the job almost just as well. This thought was recently confirmed when we were demonstrating how we would be sharing files using Subversion to our stakeholders. I demonstrated creating and checking in a document, and then showed someone else working on it, all from the familiar starting point of Windows Explorer. One of the guys from the business who’d never seen this before was incredulous. “And we’ve just spent $$$$$ on installing SharePoint. Why did no-one suggest this?!” Good question. As was “oh, by the way, Tortoise Subversion is free”, but it didn’t seem appropriate to say that at the time!

It’s how you ask it…

Prioritising requirements

You’re running a workshop and the group have come up with a bunch of new propositions. You want them to vote on which ones to take forward to the next stage. Or maybe you’ve identified a bunch of functionality and features and you want the group to prioritise what they’d like to see built first. What question you ask the group next is critical to the answer you will get.

You need to frame the question appropriately and make it clear to the group the criteria by which they are making their vote…

Do they need to be thinking about “do-ability”, the ease to implement, or do they need to be focussed upon the innovation and the idea itself. Should they be considering the cost to implement, time to market, return on investment, or should they be thinking about the art of the possible; the “blue sky”; the destination, regardless of the journey to get there.

Which line of thinking they should use will depend upon where you are in the process. Get them thinking about practicalities of implementation too early and you are likely to dilute the vision. Too late in the process and you will have candidate propositions or features that by their complexity or uncertainty will never the light of day.

So two tips. Before you ask the group to vote, or to prioritise, clarify the objectives and the critiera by which they are to decide. Maybe ask them to assume a ‘persona’ and vote in the way they’d expect the persona to vote, for example a customer will have different priorities to a developer.  Whose vote is it anyway?
And after they have made their vote make sure you manage the group’s expectations. Don’t let them leave the room thinking what they’ve decided upon is final and binding. It rarely is.

System Obituary

Talking about workshop icebreakers with Prashant and here’s an idea: participants write their own tombstone or obituary. “Here lies Jack. A life spent comparing numbers on an excel spreadsheet”…. You could even use Tombstone Generator to bring them to life:

Tombstone

Hmmmm, maybe not the strongest icebreaker (indeed it could kill your workshop before you’ve even started… If you don’t consider cultural sensitivities you could receive some rather blank looks, if your audience doesn’t have a dry sense of humour or doesn’t “get it” you’ll be in trouble…)

So maybe it won’t work so well with people, but how about systems? If you are looking to understand the current system landscape, why not ask the participants in your workshop to list out all the systems they can think of and ask them to write the inscriptions that would appear on the tombstone.

For example…

+

Customer System RIP
1997-2007

Dearly beloved wife of Position System and bastard child of Excel spreadsheet (1991-date).

Threw tantrums and refused to give the right answers when it really mattered
Grew bloated in size due to unwanted change requests
Lost self worth due to non-business value changes
(Died in the loving hands of Indian Outsourcing Company)

She will not be missed

+

Here Lies Position Reconciliation Spreadsheet
1991-2007

Father of Every Conceivable Problem

A real handful to manage but usually got there in the end
Local resident of Sarah’s Desktop, he never got out much
Prone to occasional lapses of judgement that were rumoured to cost the bank millions

He has gone to a better place (recycle bin)

And why restrict this to the current state. It could be a useful exercise in understanding what benefits a new system could be remembered for…

+

Here lies New System
2007-2017

Saviour of the Back Office

Banished reconciliation breaks to history
Defeated the multi-headed Legacy Dragon, bringing peace and harmony to the Ops team
A single voice of truth
Beautiful to look at, easy to get on with, she gave such joy to customers and added such value to the business

Without her Ops can no longer function

Software Dams and recipient participation

There once was a time that international development was all about big capital projects, building dams and the likes. Times change, now the focus is on eliminating poverty; DFID “focus [their] aid on the poorest countries and those most in need”. There is a realisation that those big projects did very little to address poverty, indeed they kept countries poor forcing them into debt (read Confessions of an Economic Hit Man for a cynical view of this). And besides, dam projects are rarely successful and before you know it they silt up.

A focus on reducing poverty requires a new approach. It requires an understanding of the root problems, it means spending time with the poor to understand their circumstances to be able to create appropriate and sustainable solutions rather than prescribed programmes that develop and maintain a dependency culture.

There are parallels here with the IT industry. Much of the IT game remains focussed upon those big projects. Software dams that can be launched with great fanfare but do little sustainable good to those most in need. The customer.

Before I wound up in IT I worked in international development. My PhD. “Ergonomics tool and methods for use in Industrially Developing Countries” was based on working with farmers in Sub Saharan Africa, looking at how technology is transferred and how it can be made more appropriate, sustainable and usable. Many of the tools and techniques I used in the bush I apply with the corporations I work with today. These came under the umbrella of “Participatory Technology Development” and “Participatory Rural Appraisal”.

Rather than the delivering the white elephants of expensive machinery that you see littered around Africa, Participatory Technology Development is an approach for developing simple low cost innovative solutions that have the ownership of the community who work with researchers to build them. The PTD framework starts with gaining a shared understanding problems and opportunities. This is followed by defining priority problems then experimentation. Experimentation is collaborative with options derived from indigenous knowledge and support from the researchers experience and expertise. The farmers own the experiments and the results. This leads to the next step of the framework; sharing the results with farmer led extension. (Traditionally dissemination of agricultural advice is done by agricultural extension officers – government employees who despite their best intentions preach too the farmers, sharing centrally defined agricultural advice rather than the more appropriate, locally developed technologies that the farming community have developed themselves). The final step to the process is the researchers withdrawing, leaving the community with the capacity to continue the process of change.

(Sounding like agile?)

If PTD is a framework, then PRA is a basket of tools and techniques that can be used to support it. These can be broken down into nine categories:

  • Secondary data reviews – reviewing existing sources of information
  • Workshops – getting key stakeholders round the table (or more appropriately under the banyan tree)
  • Semi-structured interviewing – talking to people with a loose conversation direction
  • Ranking and classification techniques – identifying “things” and ordering them according to different criteria. (Often this will involve moving pebbles around boxes drawn in the sand).
  • Diagramming, illustrations and graphics – pictures to convey ideas and concepts, through “boxes and arrows”, Venn diagrams and charting to cartoons and imagery
  • Mapping – drawings or models that represent the local environment
  • Structured observation – watching people doing
  • Timelines – What happens when, for example seasonal calendars, a line in the sand and people put pebbles down against the time to show when crops are sown, harvested, how the price fluctuates, labour migration etc.
  • Community meetings – meeting the whole community rather than just the immediate stakeholders who participate in stakeholders. Showcases?

Are you building a Software Dam? Or are you focussing your aid on those most in need? PTD and PRA are approaches that have developed to help introduce appropriate, sustainable improvements to the life and wellbeing of subsistence farmers. Much of their content can be transferred to IT projects, helping introduce appropriate, sustainable improvements to the life and wellbeing of customers / users.